The salary for this position is $41,00 – $54,600
This position will expire on May 4, 2016
General Description and Classification Standards
Develops, and conducts front-line, supervisory, and management customer service training courses for Airport employees. Maintains customer service training database and analyzes service quality trends to develop service standard for Airport community. T his is a fully seasoned professional level capable of independently carrying out most assignments typical of a training professional. This is a single position and not part of a promotional series.
Supervision Received
Works under very general supervision. Depending on organization structure, may work independently with
responsibility for an assigned function or program.
Essential Duties & Responsibilities
Oversee and manages day to day instruction of customer service training. Develops monthly training schedules and coordinates the engagement of Airport stakeholders. Facilitates all new company onboarding and develops a fluid profile on the companies market, customer service philosophies and distinguished values and characteristics. Seeks out benchmarking customer service best practices to enhance/upgrade training courses as needed. Staff person shall consistently oversee and maintain a comprehensive sustainable customer service training initiative on behalf of the Department of Aviation Airport Customer Service Division. Develops and facilitates classroom, online, and video-based instruction to Airport employees. Conducts side-by-side on-site training and coaching of front-line managers and supervisors to ensure classroom instruction is applied effectively and consistently as well as ensures change is implemented when needed. Works to recruit, retain, and recognize airport stakeholders as certified train-the-trainers in order to further grow and market the ATL customer service brand training throughout the Airport community. Reviews and analyzes class attendance and company engagement data in order to show trends with trainings effectiveness.
Decision Making
Seeks out best practices with both private and public sector organizations to develop priorities, work methods, and work timeline in assignments. Uses judgment and discretion when developing recommendations to senior leadership. Develops creative strategies to enlist the support and buy-in from Airport leadership. Reviews quarterly Airport service quality results in order to show gaps in customer service delivery.
Leadership Provided
Serves as a technical resource or mentor to other employees. May lead or instruct less experienced workers in
analytical methods. Individual should have solid organization skills and rely on extensive experience and judgment to set measurable goals to ensure training programs success. Employee must have a proven ability to be a self-starter and manage relationships with all level leaders. Must be able to integrate technology in preparing reports and presentations. The manager should have extensive knowledge of the principles and philosophies of industry customer service best practices in order to assist management with recommendations to Department leadership.
Knowledge, Skills & Abilities
Knowledge of industry trends in order to develop training courses that support Department’s strategic goals in effort to meet the needs of the traveling public. Should have the ability to develop budgets and review and approve contracts. Individual should have strong writing and effective communications skills and background
knowledge of Airport industry. Must be able to identify, analyze and integrate information from various sources to consistently maintain cutting-edge training practices. Strong verbal and written communication skills in order to secure buy in and engagement with department personnel, outside officials, professionals and the general public.
Advanced ability to prepare and deliver logical summaries and conclusions related to organizational, planning,
These are typical responsibilities for this position and should not be construed as exclusive or all inclusive. May perform other duties as assigned, such as budgeting and campaign awareness and other advice.
Minimum Qualifications – Education and Experience
Bachelor’s degree in Public Administration, Human Resources, Marketing, Business or related field (Equivalent professional experience may be considered for substitution for the required degree on an exception basis). Minimum of 3 years’ of training experience in a similar environment. 1-3 years’ of progressively responsible professional supervisory, analytical, or consulting experience.
Preferred Education & Experience
Bachelor’s degree in Mass Communications, Public Administration Human Resources, Business or related field (Equivalent professional experience may be considered for substitution for the required degree on an exception basis) with 3 years’ of training experience.
Licensures and Certifications
None required.
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